Hi sarahg83,
Thanks for coming back to us here 
When Collette mentioned she was unable to locate your account this was because none of your Forum credentials match your Virgin Media account. This is a regular occurrence with our Community members so nothing to worry about with this.
I'm glad you've got an engineer booked. Hopefully s/he will be able to resolve things. If you need further assistance then pop back here and let us know.
It'll be great if you could also update us on how the visit goes
Speak soon,